CLIENT : Thermo Fisher Scientific
INDUSTRY : Healthcare


In order to strengthen their B2B loyalty strategy, Thermo Fisher needed more granular insights into customer behavior, including roles and organizational characteristics. Through qualitative and quantitative research, PK developed a “Moments of Change” framework, which conveys how the day-to-day customer experience intersects with individual career lifecycle phases.


  • Conducted competitive benchmarking assessment.
  • Contextualized recommendations with an implementation roadmap.
  • Provided guidance on measurement and governance model.
  • Established relationship between loyalty strategy and program
  • Aided in the selection of CrowdTwist as their loyalty platform.